Using Call Analytics to Manage a Remote Workforce

While metrics and analytics may not be exciting to everyone, they can be helpful in troubleshooting user issues – like “why do Brenda’s calls keep dropping?” – or tracking feature usage to see if video calling is really being used. With the latest update to the Bria Teams Administrator Dashboard, Bria Teams administrators can now download a CSV file of every call made by their team members in the last 30 days. This feature is accessible on the Voice and Video configuration page, on the lower right-hand side.

To generate a Call Statistics file, simply click the “Generate New Call Stats File” button (depending on call volume this may take a minute). Once generated, the file can be downloaded and opened with any program or app capable of viewing a CSV.

Data from the Call Statistics file includes:

So now that you have all this data, what do you do with it? Excel wizards are welcome to sort, compile and graph things to their heart’s content, but we have found that visualization dashboards, like Microsoft PowerBI and Tableau, can help novice users gain perspective on their team’s usage even faster. We even created a few sample reports to help get you started:

Download PowerBI Sample File

Download Tableau Sample File

PowerBI and Tableau can not only provide insights to the call statistics, but link it to other data you may have on your team. For example, if you have sales data of your team members, you can link the call data to sales data via the user and determine if call volume is having an impact on your revenue. If you have network traffic logs, this could be linked with call quality metrics to see if there are correlations between traffic spikes and dropped calls (okay Brenda, maybe dropping calls isn’t your fault :-).

We hope the new Call Statistics feature provides insight into your team’s usage of Bria Teams in ways that improve productivity and add value! Not yet a Bria Teams user? Subscribe today and get 30 days free!